Front pagesponsored · Sprinklr
CX AI29m · 13:31 BST · 1 min read
The End of Automation-Only CX: Why Resolution Is the Real Goal
Karthik Suri, Chief Product and Corporate Strategy Officer at Sprinklr, explains why AI customer service must move beyond containment and automation, helping CX leaders balance efficiency, trust, governance, and more personal customer outcomes at scale
In this CX Today interview, Rob Wilkinson speaks with Karthik Suri, Chief Product and Corporate Strategy Officer atSprinklr, about the future of AI-powered customer service and why automation alone is no longer the finish line.
Karthik explains why service leaders need to move beyond the “tyranny of or,” where teams feel forced to choose between cost and quality, innovation and safety, or autonomous and human-led service. Instead, he argues that AI opens the door to the “age of and,” where organizations can improve efficiency while also creating more personal, contextual, and trusted customer experiences.
The conversation explores why containment is often the wrong success metric, how brands can make resolution the real North Star, and why governance should work as a built-in guardrail rather than a slow approval gate. Karthik also explains how modern customer experience platforms can use deep customer context, conversational analytics, and human handoff to create better outcomes at scale.
For CX and contact center leaders, the message is clear: AI should not just reduce workload. It should help customers feel known, valued, and heard.
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